NHTSA ID Number: 10164895
Manufacturer Communication Number: ZH5_Dealer Lette
TSB/Document Date: 2019-09-16
Summary
Dealer Package: Toyota
has received a number of reports regarding the power sliding door rear lock assemblies on certain 2011 ? 2018 model year Sienna vehicles. In these reports, corrosion on the position sensor of the left and/or right power sliding door rear lock assembly caused that door to exhibit one or more of the abnormal operations described below: ?During power mode closing operation, as the power sliding door reaches the nearly closed position, the door reverses and moves toward the open position. ?During power mode closing operation, the power sliding door cannot completely close and latch. ?The power mode closing operation of the power sliding door is inoperative. Although the power sliding door rear lock assemblies are covered by Toyota?s New Vehicle Limited Warranty for 3 years or 36,000 miles (whichever comes first), we at Toyota care about the customers? ownership experience. Toyota is now extending the warranty coverage for repairs relating to corrosion on the position sensor of the left and/or right power sliding door rear lock assembly that causes that door to exhibit one or more of the abnormal operations described above. The following information is provided to inform you and your staff of the program notification schedule and your degree of involvement.
◄ IMPORTANT UPDATE ►
The attached Dealer Letter has been updated. Refer to the details below.
DATE
June 19, 2019
•
•
•
TOPIC
Information about a proposed class action settlement has been added.
Toyota has expanded the covered vehicle population.
Toyota has extended the coverage period by one additional year.
The most recent updates in the attached Dealer Letter will be highlighted with a red box.
Please review this notification with your staff to assure that all relevant personnel have been briefed regarding this
subject.
Thank you for your cooperation.
© 2019 Toyota Motor Sales, USA
Toyota Motor Sales, USA, Inc.
19001 South Western Avenue
Torrance, CA 90501
(310) 468-4000
Original Publication Date: August 3, 2017
To:
All Toyota Dealer Principals, General Managers, Service Managers, and Parts Managers
Subject:
Customer Support Program ZH5
Certain 2011 – 2018 Model Year Sienna Vehicles
Coverage for the Power Sliding Door Rear Lock Assemblies
In our continuing efforts to ensure the best in customer satisfaction, and pursuant to a class action settlement,
Toyota is announcing a Customer Support Program to extend the warranty coverage for the power sliding door rear
lock assemblies on certain 2011 – 2018 model year Sienna vehicles.
Customer Support Program ZH5 is now an element of a class action settlement. Refer to Customer
Confidence Program ZKI for information on the class action settlement and its other elements.
Pursuant to the settlement, Toyota has expanded the covered vehicle population of Customer Support Program ZH5
to cover approximately 303,000 additional certain 2011 – 2018 model year Sienna vehicles.
Additionally, pursuant to the settlement, the coverage period of Customer Support Program ZH5 has been extended
by one additional year. Customer Support Program ZH5 is now applicable for ten years from the Subject Vehicle’s
date of first use, regardless of mileage.
Background
Toyota has received a number of reports regarding the power sliding door rear lock assemblies on certain 2011 –
2018 model year Sienna vehicles. In these reports, corrosion on the position sensor of the left and/or right power
sliding door rear lock assembly caused that door to exhibit one or more of the abnormal operations described below:
• During power mode closing operation, as the power sliding door reaches the nearly closed position, the door
reverses and moves toward the open position.
• During power mode closing operation, the power sliding door cannot completely close and latch.
• The power mode closing operation of the power sliding door is inoperative.
Although the power sliding door rear lock assemblies are covered by Toyota’s New Vehicle Limited Warranty for 3
years or 36,000 miles (whichever comes first), we at Toyota care about the customers’ ownership experience.
Toyota is now extending the warranty coverage for repairs relating to corrosion on the position sensor of the left
and/or right power sliding door rear lock assembly that causes that door to exhibit one or more of the abnormal
operations described above.
The following information is provided to inform you and your staff of the program notification schedule and your
degree of involvement.
© 2017 Toyota Motor North America
C u s t o m e r S u p p o r t P r o g r a m Z H 5 - D - P a g e |2
Customer Support Program Details
This Customer Support Program provides additional coverage to the vehicle’s power sliding door rear lock
assemblies beyond the vehicle’s original “New Vehicle Limited Warranty”. The specific condition covered by this
Customer Support Program is when corrosion on the position sensor of the left and/or right power sliding door
rear lock assembly causes that door to exhibit one or more of the abnormal operations described below:
• During power mode closing operation, as the power sliding door reaches the nearly closed position, the door
reverses and moves toward the open position.
• During power mode closing operation, the power sliding door cannot completely close and latch.
• The power mode closing operation of the power sliding door is inoperative.
This Customer Support Program also covers repairs that are related to internal functional concerns of the sliding
door rear lock assembly that impede the closing and/or opening operation of the power sliding door in manual
and/or power mode.
If the condition is verified, the affected power sliding door rear lock assembly(s) will be replaced with a new one
under the terms of this Customer Support Program.
•
Pursuant to the settlement, the coverage period of this Customer Support Program has been extended by one
additional year. Customer Support Program ZH5 is now applicable for 10 years from the Subject Vehicle’s
date of first use, regardless of mileage.
This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the same terms and conditions set
forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example, damage from abuse,
an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this Customer Support Program.
© 2017 Toyota Motor North America
C u s t o m e r S u p p o r t P r o g r a m Z H 5 - D - P a g e |3
Covered Vehicles
There are now approximately 950,500 vehicles covered by this Customer Support Program. Approximately 2,000
vehicles covered by this Customer Support Program were distributed to Puerto Rico.
Category
A (Original ZH5
UIO)
B (Expanded
ZH5 UIO)
Model
Model Year
Production Period
Approximate UIO
Sienna
2011 - 2015
Early January 2010 – Early November 2015
647,500
Sienna
2011 – 2018
Early February 2010 – Mid-August 2018
303,000
A: Original covered vehicle population of Customer Support Program ZH5.
B: Covered vehicle population that was added to Customer Support Program ZH5 on June 19, 2019 pursuant to the
class action settlement.
Owner/Lessee Letter Mailing
Toyota notified owners of certain 2011 – 2015 model year Sienna vehicles originally applicable to Customer Support
Program ZH5 at the original announcement timing in August 2017 and notifications were mailed over several
months. A sample of that owner notification letter has been included for your reference. Owners and lessees of
those vehicles will now be re-notified to advise them about the additional one year of coverage added to Customer
Support Program ZH5 and to also advise them of other elements of the class action settlement that are applicable to
their vehicle.
Toyota will also issue owner/lessee notifications to owners/lessee of the approximately 303,000 additional certain
2011 – 2018 model year Sienna vehicles, that have been added to Customer Support Program ZH5 pursuant to the
class action settlement, advising them about Customer Support Program ZH5 and of the other elements of the class
action settlement that are applicable to their vehicle.
Different versions of the notification letter, will be sent to each subject vehicle depending upon which other programs
are applicable to the vehicle. Refer to the Covered Vehicles, Notification Schedule, and Customer
Handling Procedures section of Customer Confidence Program ZKI for additional information related to the
owner/lessee notification schedule of this program.
Diagnostic Fees
Refer to the Diagnostic Fees for Customer Support Programs section of Customer Confidence Program ZKI on
TIS for the procedure related to diagnostic fees for this Customer Support Program.
Technician Training Requirements
The repair quality of covered vehicles is extremely important to Toyota. All dealership technicians performing this
repair are required to successfully complete the most current version of the E-Learning course “Safety Recall and
Service Campaign Essentials”. To ensure that all vehicles have the repair performed correctly; technicians
performing this repair are required to currently hold at least one of the following certification levels:
•
•
•
•
Certified Technician (Any Specialty)
Expert Technician (Any Specialty)
Master Technician
Master Diagnostic Technician
Always check which technicians can perform this repair by logging on to https://www.uotdealerreports.com. It is the
dealership’s responsibility to select technicians with the above certification level or greater to perform this repair.
Carefully review your resources, the technician skill level, and ability before assigning technicians to this repair. It is
important to consider technician days off and vacation schedules to ensure that there are properly trained
technicians available to perform this repair at all times.
Remedy Procedures
Technical instructions for this warranty extension program can be found in T-SB-0244-17.
© 2017 Toyota Motor North America
C u s t o m e r S u p p o r t P r o g r a m Z H 5 - D - P a g e |4
Remedy Procedures
Technical instructions for this Customer Support Program can be found in T-SB-0244-17.
Note: If you are unsure if an internal function concern, which is impeding the closing and/or opening operation of the
sliding door in manual and/or power mode, is related to the power sliding door rear lock assembly, contact TAS for
diagnostic assistance.
Parts Ordering Process - Non SET and GST Parts Ordering Process
It is possible that parts for this Customer Support Program are either required to be ordered in Campaign Part Order
Request (CPOR) on TIS, or have been placed on Manual Allocation Control (MAC) due to potential limited part
availability. Please check the CPOR/MAC report on Dealer Daily for the most up-to-date parts ordering information.
As this is a Customer Support Program, most customers will only request reimbursement for past replacements;
dealers should not increase their stock of related repair parts. Dealers are requested to only order parts for vehicles
to which this Customer Support Program applies. DO NOT ORDER FOR STOCK. As always, if a customer
experiences a condition to which this Customer Support Program applies, dealers should conduct appropriate
diagnosis and order the applicable parts.
Refer to Warranty Policy Bulletin POL17-14 for additional parts ordering information.
All Warranty Policy Program parts are eligible for the Monthly Parts Return Program. Please refer to PANT Bulletin
2011-087 for campaign parts that are currently returnable under the Monthly Parts Return Program and for
additional details.
Parts Recovery Procedures
All parts replaced as part of this Customer Support Program must be turned over to the parts department until
appropriate disposition is determined. The parts department must retain these parts until notification via the Parts
Recovery System (PRS) is received indicating whether to ship or scrap the parts. These parts are utilized by various
departments for defect analysis, quality control analysis, product evaluation, as well as other purposes.
To help minimize dealer storage challenges, Toyota recommends that dealers:
• File the campaign claim accurately and promptly. The time a dealer is required to hold parts is based on when
the campaign claim is paid by Toyota.
• Monitor the Warranty Parts Recovery Notifications and Part Scrap Report regularly.
Refer to Warranty Policies 9.3 and 9.6 for additional details.
Warranty Reimbursement Procedure
Refer to Warranty Policy Bulletin POL17-14 for warranty claim processing instructions. All parts replaced for this
repair are subject to warranty part recovery. Note: If the customer requests a loaner vehicle, one may be provided if
the customer’s vehicle is expected to spend more than 4 hours at the dealership. Refer to Warranty Policy Bulletin
POL17-14 for instructions related to the rental reimbursement policy.
© 2017 Toyota Motor North America
C u s t o m e r S u p p o r t P r o g r a m Z H 5 - D - P a g e |5
Claim Filing Accuracy and Correction Requests
It is the dealer’s responsibility to file claims correctly for this Customer Support Program. This claim filing information
is used by Toyota for various government reporting activities; therefore, claim filing accuracy is crucial. If it has been
identified that a claim has been filed using an incorrect opcode or a claim has been filed for an incorrect VIN, refer
to Warranty Procedure Bulletin PRO17-03 to correct the claim.
Customer Reimbursement
Reimbursement consideration instructions will be included in the owner/lessee letter.
Media Contacts
It is imperative that all media contacts (local and national) receive a consistent message.
Refer to the Covered Vehicles, Notification Schedule, and Customer Handling Procedures section of
Customer Confidence Program ZKI for the procedure to handle media inquiries.
Customer Contacts
Customers who receive the owner/lessee letter may contact your dealership with questions regarding the letter
and/or the Customer Support Program. Refer to the Covered Vehicles, Notification Schedule, and
Customer Handling Procedures section of Customer Confidence Program ZKI for the procedure to handle customer
inquiries.
Thank you for your cooperation.
TOYOTA MOTOR SALES, U.S.A., INC.
© 2017 Toyota Motor North America
Customer Support Program ZH5
Certain 2011 – 2018 Model Year Sienna Vehicles
Coverage for the Power Sliding Door Rear Lock Assemblies
Frequently Asked Questions
Original Publication Date: August 3, 2017
◄ IMPORTANT UPDATE ►
DATE
June 19, 2019
•
•
•
TOPIC
Information regarding a class action settlement has been added.
Toyota has expanded the covered vehicles population.
Toyota has extended the coverage period by one additional year.
The most recent updates will be highlighted with a red box.
Customer Support Program ZH5 is now also an element of a class action settlement. Refer to the Customer
Confidence Program ZKI communication for information on the coverage provided by the class
action settlement.
Pursuant to the settlement, Toyota has expanded the covered vehicle population of Customer Support
Program ZH5 to cover approximately 303,000 additional certain 2011 – 2018 model year Sienna vehicles.
Additionally, pursuant to the settlement, the coverage period of Customer Support Program ZH5 has been
extended by one additional year. Customer Support Program ZH5 is now applicable for ten years from the
Subject Vehicles’ date of first use regardless of mileage.
Q1:
A1:
What is the condition?
Toyota has received a number of reports regarding the power sliding door rear lock assemblies on certain
2011 – 2018 model year Sienna vehicles. In these reports, corrosion on the position sensor of the left and/or
right power sliding door rear lock assembly caused that door to exhibit one or more of the abnormal
operations described below:
• During power mode closing operation, as the power sliding door reaches the nearly closed position, the
door reverses and moves toward the open position.
• During power mode operation, the power sliding door is unable to completely close and latch.
• The power mode closing operation of the power sliding door is inoperative.
FAQ Page 1 of 4
© 2017 Toyota Motor North America
Q2:
A2:
What is Toyota going to do?
Toyota notified owners of certain 2011 – 2015 model year Sienna vehicles originally applicable to Customer
Support Program ZH5 at the original announcement timing in August 2017 and notifications were mailed
over several months. A sample of that owner notification letter has been included for your reference. Owners
and lessees of those vehicles will now be re-notified about the additional one year of coverage added to
Customer Support Program ZH5 and to also advise them of other elements of the class action settlement
that are applicable to their vehicle.
Toyota will also issue owner/lessee notification letters to owners/lessee of the approximately 303,000
additional certain 2011 – 2018 model year Sienna vehicles, that have been added to Customer Support
Program ZH5 pursuant to the class action settlement, advising them about Customer Support Program ZH5
and of the other elements of the proposed class action settlement that are applicable to their vehicle.
If the owner/lessee experiences a condition described in this Customer Support Program, he/she should
contact their local authorized Toyota dealership for diagnosis. If the condition is verified, the affected power
sliding door rear lock assembly(s) will be replaced with a new one at NO CHARGE to the customer.
Q3:
A3:
Which and how many vehicles are covered by this Customer Support Program?
There are approximately 950,500 vehicles covered by this Customer Support Program.
Category
A (Original ZH5
UIO)
B (Expanded
ZH5 UIO)
Model
Model Year
Production Period
Approximate UIO
Sienna
2011 - 2015
Early January 2010 – Early November 2015
647,500
Sienna
2011 – 2018
Early February 2010 – Mid-August 2018
303,000
A: Original covered vehicle population of Customer Support Program ZH5.
B: Covered vehicle population that was added to Customer Support Program ZH5 on June 19, 2019 pursuant to the
class action settlement.
Q3a:
A3a:
Are there any other Lexus/Toyota/Scion vehicles covered by this Customer Support
Program in the U.S.?
No, there are no other Lexus/Toyota/Scion vehicles covered by this Customer Support Program.
FAQ Page 2 of 4
© 2017 Toyota Motor North America
Q4:
A4:
What are the details of this coverage?
This Customer Support Program provides enhanced coverage to the vehicle’s “New Vehicle Limited
Warranty” as it applies to the power sliding door rear lock assemblies. If the condition is verified in one or
both of the power sliding door rear lock assemblies, the affected power sliding door rear lock assembly(s)
will be replaced with a new one under the terms of this Customer Support Program.
This Customer Support Program provides additional coverage to the vehicle’s power sliding door rear lock
assemblies beyond the vehicle’s original “New Vehicle Limited Warranty”. The specific condition covered
by this program is when corrosion on the position sensor of the left and/or right power sliding door rear
lock assembly causes that power sliding door to exhibit one or more of the abnormal operations described
below:
• During power mode closing operation, as the power sliding door reaches the nearly closed position,
the door reverses and moves toward the open position.
• During power mode closing operation, the power sliding door cannot completely close and latch.
• The power mode closing operation of the power sliding door is inoperative.
This Customer Support Program also covers repairs that are related to internal functional concerns of the
power sliding door rear lock assembly that impede the closing and/or opening operation of the sliding door
in manual and/or power mode.
If the condition is verified, the affected power sliding door rear lock assembly(s) will be replaced with a
new on under the terms of their Customer Support Program.
•
Pursuant to the settlement, the coverage period of this Customer Support Program has been
extended by one additional year. Customer Support Program ZH5 is now applicable for 10 years
from the Subject Vehicle’s date of first use, regardless of mileage.
This coverage is for warranty work performed at an authorized Toyota dealer only. It is subject to the same terms and
conditions set forth in the New Vehicle Limited Warranty Section of the Owner’s Warranty Information booklet. For example,
damage from abuse, an accident, theft and/or vandalism is not covered by the New Vehicle Limited Warranty or this
Customer Support Program.
Q5:
A5:
What should an owner/lessee do if experiencing this condition?
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If the TSB PDF does not show, download or view it on the NHTSA Website.
Click on the (+) Plus Sign
Then Click on Associated Document(s)
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TSB/Document ID: ZH5_Dealer Lette
Replacement Service Bulletin Number:
MFR Communication Date: 2019-08-09
MFR Internal Campaign ID/Software Version:
Communication Type: Service Bulletin/Repair Instructions
NHTSA Components: STRUCTURE:BODY:DOOR
MFR Component System:
MFR Component Subsystem:
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